An exciting opportunity exists for a Product Owner to join our team based in Rosebank, Johannesburg.
About Us
Mukuru is one of the fastest growing fintech companies in Southern Africa and operates in several jurisdictions in SADC and Europe. Our passion is to help facilitate safe, affordable and regulated financial products using a myriad of innovative technologies. We believe in leveraging technology to drive meaningful customer engagement, and we are on a mission to enhance our CRM capabilities to ensure seamless customer interactions, personalised journeys and data-driven decision-making.
The Role
We are looking for an experienced Product Owner for our CRM toolset: to lead the strategy, execution and continuous evolution of our CRM ecosystem. You would work at the intersection of business needs, customer experience and technical innovation, driving the evolution of tools that empower our teams to meet the unique needs of our customers and enhance customer engagement.
This role would afford you the opportunity to own and drive product strategy in a fast-paced, agile team environment while collaborating across verticals in the business. As a key part of our product delivery process, you will help to help facilitate a diverse group of bright and passionate people to build and operate our enterprise level systems at the core of the business.
The main purpose of this role is to maximise the value of our CRM capabilities to the business while driving innovation, alignment and ensuring that customers are at the forefront of the process. This specific role is responsible for the CRM technology that allows us to communicate effectively with our customers across multiple channels, products, geographies and languages. The Product Owner reports directly to the Head of Product Domain: Customer.
This position is responsible for driving innovation, championing good customer experience practices and ensuring seamless integration of CRM capabilities across Mukuru’s channel and product offerings. This includes translating the CRM strategy into a clear and actionable product roadmap and facilitating delivery of this through an agile delivery team. Collaboration with Business Heads, external Partners, other Product Owners and Engineering teams will be critical to ensure that our CRM solutions meet both customer and business needs.
What You’ll Do
• Define and drive strategy – set the vision for our CRM tools landscape, aligning with Mukuru’s strategic vision, business goals, architecture and customer needs.
• Product roadmap ownership – define and manage the CRM product roadmap, ensuring is it is prioritised based on business impact and managed in line with team capacity and velocity
• Cross-functional collaboration – work closely with marketing, customer experience, products areas, business teams, customer support and other IT teams to understand and translate business needs into clear and well-defined product requirements.
• Analyse product needs and opportunities and translating these into solutions to ensure:
o Ease and consistency of the customer’s journey
o Simple, maintainable systems that are fit for purpose
o Stability, performance and scalability to meet the needs of the business
o Flexibility to cater for innovation within the Mukuru domain/ambitions
• Manage the product backlog – prioritise features to maximise the ROI of the product and ensure the development team has a clear understanding of user stories and acceptance criteria.
• Lead agile development teams
o Participate in backlog refinement, sprint planning, daily stand-ups, sprint reviews and retros
o Working closely with team leadership around team capacity, understanding the team velocity and how this may impact commitment
o Create sprint goals with the team and ensure that the team understand stories and tasks in the backlog to the level required
o Help to manage dependencies across other teams resolve impediments should they arise
• Partner management and industry engagement – partner with CRM technology providers, ensuring best-in-class implementation and ongoing optimisations. Stay informed about the latest CRM technologies, trends and best practices, particularly within the FinTech industry.
• Data and insights – leverage analytics to track CRM performance, optimise customer journeys and inform communication strategies.
What We’re Looking For
- Passion for technology and its potential to transform financial services in Africa.
- Strategic mindset: ability to align CRM capabilities with broader business objectives and customer experience goals.
Experience:
- 5+ years as a Business Analyst/Product Owner/Product Manager or similar role with hands-on experience in CRM technologies
- Experience in the fintech industry
- Experience working with Agile development methodologies and tools (preferably Scrum)
Knowledge:
- Industry knowledge: strong understanding of the fintech industry and the unique challenges and opportunities in the African market
- Technical knowledge: solid understanding of CRM architecture, integrations, automation, and data management.
- Data driven: Knowledge of data analytics and CRM reporting. Comfortable working with customer data, segmentation and reporting tools.
Skills:
- Analytical and problem-solving skills, with a data-driven approach to decision-making.
- Communication & leadership: ability to engage and influence senior stakeholders and cross- functional teams, ensuring adoption and alignment.
- Project delivery skills: proven ability to define and execute product strategies that drive business results.
Qualifications:
- Grade 12 or equivalent (essential)
- Related tertiary qualification (essential)
- Recognised product owner/business analysis/information systems qualification (desirable)
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS
Top Skills
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
.JPG)
_2.png)
